You have just received your parcel and notice that one or more items are missing compared to your order? Several reasons are possible. Here is how to identify the situation and resolve it quickly.

1. Identify the situation

Before contacting us, take a few minutes to check these points that may explain the absence of items in your parcel.

Case n°1: Item out of stock

It is possible that one or more items were out of stock at the time of preparing your order.

Our procedure: the order is automatically split

When an item is out of stock, we split your order into two so as not to delay the shipment of available items:

  • The first order contains the items in stock, shipped immediately
  • The second order contains the items awaiting restocking, shipped as soon as possible

How to check in your customer account?

  1. Log into your account on motorkit.com
  2. Go to My account then Order history and details
  3. You will now see two orders instead of one (different numbers but the original order remains identifiable)
  4. Each one displays its own shipping status and tracking number

Important: this split is normal and generates no additional cost for you. Shipping costs remain those of your initial order.

How else to know?

  • Check your email inbox (and the spam/junk folder)
  • Consult the delivery slip in the parcel: an out-of-stock item is generally mentioned there

In case of stock shortage, we normally contact you by email to offer you a solution:

  • An alternative choice (equivalent product available)
  • The communication of the waiting time for restocking
  • A refund for the missing item if you don't want to wait

Case n°2: Shipment in multiple parcels

For logistical reasons (volume, weight, dimensions), an order can be shipped in several separate parcels, sometimes on different dates.

How to know?

  • Check the number of tracking numbers in your shipment confirmation emails
  • If you received several shipping emails, your order is in multiple parcels
  • Consult the status of each parcel via the tracking links

What to do? Simply wait — the other parcels are on their way and will arrive shortly.

Case n°3: Small items in the packaging

Check carefully inside the parcel before concluding to a missing item:

  • Small parts hidden in the wrapping paper, cardboard or bubble wrap
  • Transparent bags sometimes confused with the packaging
  • Items attached to the delivery slip or stuck to another product

This may seem obvious, but it is one of the frequent sources of "missing" items that are not really missing.

Case n°4: Packaging error on our side

More rarely, it may be a mistake during the preparation of your order. In this case, contact us directly (see next section).

2. You haven't received any information from us?

If after verification:

  • The missing item is not documented as out of stock
  • There is no other split order or other parcel in delivery for this order
  • You have searched thoroughly without finding anything

Then it is probably an oversight during preparation or another issue requiring our intervention.

3. How to contact us

Way 1: via the contact page (recommended)

Use our contact page provided for this purpose.

Way 2: from your customer account

  1. Log into your account on motorkit.com
  2. Go to My account then Order history and details
  3. Select the relevant order
  4. Use the associated contact option

Way 3: by email

Send your message to support@motorkit.com.

4. Information to communicate to us

For fast processing, attach to your message:

  • Your order number (motorkit.com format)
  • The precise list of missing items (references or descriptions)
  • A photo of the opened parcel with visible contents
  • A photo of the delivery slip received in the parcel
  • The tracking number of the parcel concerned

5. Our response commitment

Our team handles emails within 24 hours on working days (Monday to Friday).

Depending on the situation, we will offer you:

  • The shipment of the missing item (costs at our charge in case of error on our part)
  • A refund if the item cannot be reshipped
  • Precise information about the status of the item (out of stock, pending, other parcel...)
  • An alternative choice if the item is no longer available

6. What to do while waiting for our response?

  • Keep the parcel and packaging in the state of arrival
  • Keep the delivery slip as proof
  • Photograph the received content as soon as opened (useful in case of claim)

Related questions

  • There is an error in my received order
  • I received a defective product, how to proceed?
  • How to track my order?
  • When will my order ship?